• Train, motivate, and coach team members to provide exceptional service to guests.
• Report to the Assistant Front Office Manager and collaborate with all other department leaders.
• Ensure that Health, Wellness & Safety standards are met and remain completely familiar with hotel emergency procedures.
• Review daily and future arrivals, and all information about guest requests, payment, and group activities.
• Take necessary action or corrections and communicate information to all departments involved.
• Ensure VIP and known repeat guests receive special attention and recognition.
• Assist the Front Office leadership team with reporting and administration.
• Ensure adequate office supplies.
• Respond to and create solutions for any guest issues that may arise.
• Handle the full spectrum of duties and respond to guests’ enquiries in a calm, professional, and efficient way.

Skills: Coaching Teams, Department Collaboration, Safety Compliance, Guest Services, Conflict Resolution, VIP Relations, Admin Reporting, Office Operations

• Oversee the arrival and departure process to ensure guest expectations are consistently exceeded.
• Contribute to the design and execution of strategies that maximize profit and operational efficiency.
• Analyze daily financial and labor reports and recommend operational adjustments to meet budget goals.
• Assist in building and delivering training programs that strengthen team skills and service standards.
• Participate in recruitment efforts and lead effective pre-shift briefings to keep staff engaged and informed.
• Manage associate engagement through scheduling, payroll oversight, performance counseling, and departmental meetings.
• Support all hotel life-safety protocols and maintain readiness for emergencies.
• Oversee the Communications Centre to guarantee efficient operations that meet profitability standards.
• Ensure guests receive excellent recognition and service in all telephone interactions.
• Monitor Communications Centre staff performance and provide coaching for continuous improvement.

Skills: Guest Experience, Profit Optimization, Financial Analysis, Team Training, Staff Recruitment, Employee Management, Safety Protocols, Communication Oversight

• Provide overall leadership and ensure accountability for all property operations.
• Guide, coach, and support employees to reach their highest potential.
• Take full financial ownership by preparing budgets, monitoring revenue, and controlling expenses.
• Direct and supervise property upkeep, ensuring facilities remain in excellent condition.
• Deliver outstanding service experiences to every guest and foster a positive team culture.
• Respond promptly to guest inquiries, reservations, and special requests with professionalism.
• Collaborate with other departments to resolve issues quickly and maintain smooth operations.
• Participate in recruitment processes to select top talent for the property.
• Conduct training sessions to build staff skills and improve service delivery.
• Address employee performance concerns through fair and consistent corrective measures.
• Encourage personal and professional growth among staff through regular feedback.

Skills: Leadership Management, Employee Coaching, Financial Oversight, Facility Maintenance, Guest Service, Cross-Department Collaboration, Talent Recruitment, Staff Training

• Establish and apply effective service recovery procedures to achieve complete guest satisfaction.
• Address guest complaints and concerns promptly, maintaining professionalism across all communication channels, including social media.
• Analyze guest feedback and partner with operational teams such as Housekeeping, Kitchen, and Engineering to drive service improvements.
• Lead initiatives to market and upsell hotel services, amenities, and special offerings to guests.
• Support the Hotel Manager in developing, executing, and reviewing both financial and operational plans.
• Provide leadership and direction to ensure smooth operations across all hotel departments.
• Supervise daily staff assignments, planning schedules to maintain proper staffing levels at all times.
• Implement and monitor procedures for safeguarding supplies, cash, keys, and credit transactions.
• Ensure the safety of both guests and staff through strict adherence to hotel security protocols.
• Take immediate action during emergencies, including managing utility systems and safety equipment.

Skills: Service Recovery, Complaint Resolution, Guest Feedback, Sales & Upselling, Operational Planning, Department Leadership, Staff Scheduling, Security Management

• Develop and foster a collaborative environment among employees through events and personal introductions.
• Prepare daily, weekly, and monthly reports and review key metrics around workplace offerings, guest registration, and space management usage.
• Communicate effectively with the on-site operations team to ensure all working spaces are booked correctly.
• Resolve space or amenities-related issues efficiently to ensure an elevated user experience.
• Manage the email distribution list and respond to all queries promptly, escalating service-related matters.
• Guide and coach team members to deliver a memorable guest experience.
• Work with space management tools such as EMS or similar platforms.
• Coordinate resources to ensure all service areas are appropriately staffed.
• Communicate proactively, timely, and clearly with the team and leadership, alerting them of changes and needs to support successful front desk and floor services.
• Ensure space optimization practices, tools, and processes are updated and functioning accurately, and conduct quality assurance checks.
• Set conference rooms in appropriate configurations, including tables, chairs, theater, classroom, or boardroom layouts.
• Assist with workplace requests, including facilities tickets and general workplace needs.

Skills: Team Collaboration, Report Management, Space Coordination, Issue Resolution, Guest Experience, Staff Scheduling, Resource Management, Quality Assurance

• Oversee Guest Services Department team members to achieve department goals, and serve as a member of the Property Management Team.
• Conduct recruitment, orientation, training, scheduling, performance management, counseling, and other team member-related functions.
• Maintain a positive, warm, and cooperative work environment for all team members.
• Provide exceptional guest service to all guests and set the standard for front desk staff to follow.
• Deliver superior telephone courtesy and professionalism, instill the same in the front desk team, and effectively utilize the telephone reservation protocol program to meet standards.
• Maximize revenue and occupancy by accurately selling rooms, upselling during reservation calls and at check-in, and making future reservations at check-out.
• Maintain a clean, neat, and professional appearance of the front desk, back office, and other public spaces, and keep an updated inventory of front desk supplies.
• Build and maintain professional relationships with customers, clients, and community organizations to ensure guest loyalty.
• Monitor, maintain, and track guest surveys while updating management and other department heads, and assist in creating action plans for improvement.
• Assist in maintaining product and service quality standards by investigating complaints and initiating corrective action.
• Assist with accounting and financial functions, including AP, AR, city ledger billing, guaranteed no-show billing, direct bill accounts, 100% files, end-of-month reports, and other department reports.

Skills: Team Leadership, Staff Training, Workplace Culture, Guest Service, Telephone Etiquette, Revenue Management, Relationship Building, Financial Reporting

• Facilitate the planning of all Guest Services needs for events.
• Participate actively in production meetings and one-on-one communications to help determine needs for all events.
• Recruit, interview, hire, and train Guest Service Leads and Guest Service Representatives to ensure department staff levels are maintained.
• Work closely with outside job agencies and attend off-site job fairs to maximize recruiting efforts.
• Collaborate with Guest Service Leads and Guest Service Representatives to ensure team members are fully prepared for event day duties by providing detailed event notes and positioning them for success.
• Develop and implement a comprehensive Guest Services manual and training guide using best practices and industry standards.
• Work closely with guests face-to-face, via telephone, or over email to resolve issues and provide satisfactory solutions to ensure guest satisfaction.
• Assist guests with special needs and ensure compliance with ADA regulations.
• Oversee the organization and inventory of Guest Services department supplies, including radios, ticket scanners, uniforms, earplugs, and flashlights.
• Purchase replacement supplies.
• Collaborate with senior event services leadership on special projects and tasks.

Skills: Event Planning, Staff Recruitment, Team Training, Guest Relations, Issue Resolution, ADA Compliance, Inventory Management, Project Support

• Develop a staffing schedule and communicate regularly with part-time and full-time associates to maintain clearly defined responsibilities and transparency.
• Work with the Direct Sales Manager to build the annual business plan, including the events calendar, promotions, goals, and activities.
• Collaborate with marketing to communicate goals and promotions.
• Track, reconcile, and report performance to the Direct Sales Manager on a monthly and quarterly basis.
• Track and report Tasting Room staff bonuses, payroll, and tips, as well as execute daily Tasting Room operations.
• Manage Tasting Room wine and merchandise inventory and interdepartmental transfers.
• Maintain current products in the POS (Wine Direct).
• Cultivate and strengthen relationships with tour operators, local lodging, restaurants, and wineries to increase referrals.
• Hire, motivate, and lead sales and educational trainings for front-of-house staff to promote a high level of service and achieve individual and team goals.
• Promote and implement a plan that encourages corporate sales growth.
• Participate in meetings as part of the Direct Sales Management team.
• Collaborate with the Direct Sales Manager on planning and day-of execution of events.
• Advise the Direct Sales Manager on staff performance, reservation and capacity opportunities, and guest feedback to assist in organizational direction setting.

Skills: Staff Scheduling, Business Planning, Marketing Collaboration, Performance Reporting, Tasting Room Operations, Inventory Management, Partnership Development, Sales Training

• Send personalized welcome emails to new On-Air Guests.
• Introduce new guests to the network and outline expectations.
• Coordinate initial training sessions and remote setup walkthroughs.
• Arrange and oversee equipment testing sessions.
• Provide guests with remote connection instructions and verify functionality.
• Answer all guest questions before their visit or connect them with the right internal partner.
• Share wardrobe guidelines and style requirements.
• Supply cheat sheets, cue cards, paperwork, and other resources before shows.
• Maintain the guest calendar, including blackout dates and show updates.
• Track remote connection details and locations for each guest.
• Communicate last-minute schedule adjustments, cancellations, or timing changes within 20 minutes of impact.
• Confirm guest arrivals, room assignments, and security needs with the Live Show team.
• Serve as the primary contact between guests and internal teams (Live Show, Supervising Producers, Line Producers, Security, Creative, Hosts).
• Organize host-guest pre-show meetings.

Skills: Guest Onboarding, Training Coordination, Tech Setup, Remote Support, Resource Prep, Calendar Management, Rapid Communication, Cross-Team Liaison

• Ensure samples are delivered to remote locations by coordinating with Vendors, Merchandising, and Guests.
• Facilitate resolutions of guest concerns by involving the right business partners.
• Be on-site for show launches to support Supervising Producers.
• Step in as Line Producer during emergencies.
• Lead the production process for show tapings across all channels.
• Update the remote calendar in real time to reflect schedule changes.
• Follow up with guests after their rotation ends.
• Distribute surveys to collect feedback.
• Review notes from Supervising Producers with guests and ensure improvements are acted on before the next rotation.
• Deliver sales results after each show to guests and teams.
• Keep guests informed of corporate policies or procedural updates.
• Track guest hours on-air and process invoices accurately with Accounting.
• Secure contract approvals with Legal.
• Enter and maintain guest information in the Guest Log.

Skills: Guest Logistics, Vendor Coordination, Show Support, Production Leadership, Calendar Updates, Guest Follow-up, Sales Reporting, Contract Management

• Experience as a manager within a Guest Services department/contact centre environment, essential with retail experience.
• Proven experience in delivering high-quality Guest Service operations.
• Demonstrable understanding of Guests, their behaviours, trends, and expectations.
• Proven experience in building effective working relationships, managing change, and collaborating across departments to achieve results.
• Proven experience in managing and developing teams to deliver results.
• Proven experience with budget management.
• Excellent and professional communication skills with a passion for delivering excellent service, internally and externally.
• Ability to handle confidential information with discretion.
• Ability to work and thrive within a matrix organisation across multiple markets.
• Computer-literate with a high level of proficiency in the MS Office package (Outlook, Excel, Word).
• An analytical and strategic approach to problem solving - able to quickly find the best solutions.
• Good project management skills, delivery-focused, and results-oriented.

Qualifications: BS in Business Administration with 7 years of Experience

• Prior experience as a Front Desk Manager, Guest Services Manager in a large hotel, resort, or private club.
• Experience as a Concierge in a large hotel, resort, or private club.
• Prior experience in booking domestic and international travel.
• Experience in supervising and scheduling a team of 6 or more.
• Experienced computer user, including Microsoft Outlook, Word, PowerPoint, and Excel.
• In-depth understanding of essential hospitality standards.
• Strong knowledge of Fire, Safety, and Security standards and best practices.
• Strong hospitality and customer service mindset with high emotional intelligence.
• Excellent interpersonal, diplomatic, and communication skills.
• Excellent problem-solving and critical thinking skills.
• High level of professionalism and confidentiality, and strong organization, planning, and prioritization skills.
• Strong operational mindset with the ability to create easy-to-follow standard operating procedures to ensure operational efficiency and member satisfaction.

Qualifications: BA in Communication Studies with 6 years of Experience

• Hotel front desk experience at the supervisory level.
• Working knowledge of PMS and MS Office.
• Familiar with front office procedures and related software.
• Solid knowledge of a courteous manner of handling guests’ enquiries and complaints.
• Experience in conducting regular reviews of front office transactions, ensuring accuracy and adherence to policy.
• Familiarity with budgeting, forecasting, and cost control principles.
• Knowledge of emergency procedures, workplace safety, and guest protection measures.
• Strong yield management skills and the ability to instill those in others.
• Prompt and systematic decision-making and problem-solving skills with analytical power.
• Strong leadership skills and able to work independently and confidently under pressure.
• Eager to demonstrate "can-do" attitudes towards both internal and external customers.

Qualifications: BS in Hospitality Management with 3 years of Experience

• People leadership experience, including leading medium-sized teams.
• Experience working in the hospitality/tourism industry in a guest-facing environment.
• Experience directing daily operations across multiple shifts to ensure smooth guest service delivery.
• Familiar with safety, accessibility, and regulatory requirements for guest service.
• Understanding of cash audits, reporting, and departmental expense tracking.
• Knowledge of labor forecasting and scheduling to match service demand.
• Solid knowledge and understanding of POS Systems, and proficiency in using Microsoft Office
• Excellent verbal and written communication skills.
• Good time management and administrative skills.
• High attention to detail and the ability to manage multiple priorities and take initiative.
• Strong self-leadership skills, resilient, adaptable, and willing to embrace change
• Advanced stress management skills and the ability to cope with a fast-paced, continuously changing work environment.

Qualifications: BA in Human Resource Management with 5 years of Experience

• Previous hospitality experience in a large, high-end resort.
• Previous Front Desk management experience.
• Proficient in Microsoft business applications.
• Previous experience with the Springer-Miller Property Management System or a similar system.
• Experience coordinating VIP guest services, including special requests and personalized experiences.
• Experience leading guest satisfaction surveys and implementing service improvement plans.
• Understanding of hospitality revenue management and upselling strategies.
• Familiarity with health, safety, and emergency response protocols.
• Strong organizational and multitasking abilities in fast-paced environments.
• Diplomacy in resolving high-stakes guest complaints.
• Team motivation through recognition and positive reinforcement.

Qualifications: BS in Marketing with 4 years of Experience

• Experience in a management capacity within a resort operation.
• Experience in sales, including growth strategies and distribution channel management.
• Previous business planning, analysis, and financial management experience.
• Proficient with Windows and Microsoft operating and office platforms.
• Experience driving operational audits and compliance checks to meet hospitality industry standards.
• Experience in coordinating large-scale events or group bookings, ensuring seamless multi-department execution.
• Familiarity with hospitality sustainability practices (energy savings, waste reduction, eco-programs).
• Knowledge of market analysis and competitor benchmarking in luxury resort operations.
• Awareness of labor laws and HR best practices in a resort/hospitality environment.
• Exceptional guest service skills.
• Ability to lead and direct a team of employees.
• A solid negotiator, comfortable with conflict resolution and people management.
• Excellent time management and prioritizing skills.

Qualifications: BS in Hotel and Restaurant Management with 8 years of Experience

• Management experience in the retail, restaurant, grocery, or other service industry with responsibility for financial results.
• Previous management proficiency in high-volume retail with P&L accountability.
• Ability to create and maintain a customer-focused culture.
• Experience in preparing annual budgets and monitoring variances to ensure alignment with financial targets.
• Ability to establish consistent procedures across locations or shifts to maintain quality and reduce errors.
• Ability to negotiate supplier agreements to secure cost savings and maintain service quality.
• Understanding of yield management, upselling strategies, and revenue per available room/seat.
• Knowledge of using data dashboards, sales reports, and forecasting tools to drive decisions.
• Familiarity with stock control systems, shrinkage reduction, and audit procedures.
• Knowledge of implementing brand consistency across customer-facing operations.
• Focused on measurable performance outcomes and continuous improvement.
• Comfortable leading operations in both high-volume and fluctuating-demand environments.

Qualifications: BA in Organizational Leadership with 7 years of Experience

• Experience in event planning, preferably in a corporate conference center or in the hospitality industry, with a CMP designation.
• Management/supervisor experience, including oversight of contract vendors.
• Experience with budget management and cost control for large-scale events or guest services.
• Ability to implement standard operating procedures (SOPs) to improve service efficiency.
• Experience working in crisis management and resolution of escalated guest issues.
• Familiarity with hospitality industry compliance and safety standards (e.g., OSHA, ADA).
• Knowledge of food and beverage operations in a hospitality or event setting.
• Proficiency in the use of software, including Microsoft Office - Word, Outlook, Excel, PowerPoint, and Visio.
• Experience working with conference room scheduling software (e.g., EMS).
• Superior customer service, excellent written/oral communication skills, and leadership abilities.
• Problem-solving and adaptability under high-pressure situations.
• Emotional intelligence for handling diverse guest and staff needs.

Qualifications: BS in Supply Chain Management with 6 years of Experience

• Solid experience in a similar role within a quality resort establishment.
• Well-versed in all Front Office functions.
• Confident with Accounts, Audit, and Reporting.
• Must have experience in using Opera.
• Experience in implementing process improvements to streamline check-in/check-out efficiency.
• Experience managing group reservations, conference delegates, and VIP itineraries.
• Familiarity with hospitality risk management and emergency protocols.
• Knowledge of revenue management principles and upselling techniques.
• Excellent verbal and written communication skills.
• Exemplary guest service skills.
• Team-player willingly assists others without being asked.
• Problem-solving, negotiation, and selling skills.

Qualifications: BA in Public Relations with 5 years of Experience

• Experience in community recreation, government agency, and/or customer service environment, or in general office functions, supervision, customer service, and training.
• Ability to treat the public and staff respectfully and in a positive manner.
• Ability to hire, organize, direct, and supervise the work of subordinate employees for office support responsibilities.
• Good knowledge of the principles, practices, and objectives of community recreation.
• Proficient in Microsoft Office
• Can ensure accurate accountability of cash control.
• Good oral and written communication skills.
• Ability to work with minimal supervision, to solve problems, and produce work on a timely basis.
• Demonstrated initiative, dependability, good judgment, tact, analytical skills, leadership, and management activities.
• Ability to multitask many variable duties and responsibilities, and work collaboratively in a team environment.
• Ability to read, understand, and interpret manuals, ordinances, policies and procedures, statutes, rules, regulations, journals, newspapers, memos, letters, reports, financial reports, and legal documents.

Qualifications: BA in Event Management with 2 years of Experience